Director - Technical Onboarding

Amagi Media Labs

12 - 18 years

25 Lacs

bengaluru

Posted:-1 days ago| Platform:

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Skills Required

process optimization manager quality assurance client relationship management project management agile workflow customer service training and development continuous improvement operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities: Customer Success Leadership: Lead and manage the customer success team, providing guidance, mentorship, and support to ensure a cohesive and efficient customer success process
Manage escalations and risks to optimize customer satisfaction
Prevent escalations by practicing quality through continuous improvement
Collaborate with internal stakeholders like engineering, product, sales, and peer groups for customer success operational integrity
Develop and implement strategic initiatives to enhance the customer success workflow, focusing on improving efficiency and customer satisfaction
Media Technology Expertise: Stay abreast of the latest trends and advancements in media technology, streaming, and video delivery to provide strategic insights and recommendations
Collaborate with internal teams to integrate emerging technologies into the customer success process, ensuring Amagis solutions remain at the forefront of the industry
Client Relationship Management: Serve as a strategic liaison between clients and internal teams, understanding client requirements and effectively communicating solutions
Build and nurture strong relationships with clients, ensuring a positive experience and successful long-term partnerships
Customer Success Process Optimization: Evaluate and refine the customer success process, identifying opportunities for improvement and implementing best practices
Collaborate with cross-functional teams to streamline workflows, reduce resolution timelines, and enhance overall customer satisfaction
Training and Development: Design and deliver comprehensive training programs for clients, ensuring they have a thorough understanding of Amagis technology and its capabilities
Foster a culture of continuous learning within the customer success team, keeping them updated on industry trends and best practices
Quality Assurance: Implement and oversee quality assurance measures throughout the customer success process to ensure the highest standards of service delivery
Establish key performance indicators (KPIs) to monitor and measure the success of customer success initiatives
Skills and Expertise Required: Our ideal candidate has 12 to 18 years of experience in the IT sector, with at least 8 of them in a customer success or delivery role with a few years of people management experience
The candidate must be experienced in running Agile projects
Proven experience in a leadership role overseeing customer success in the media technology or streaming industry
Deep understanding of customer success strategies, media technology, streaming protocols, video delivery, and related technologies
Excellent communication and customer handling skills under high-pressure situations
Manage customer loyalty, satisfaction, and perception over complex situations and escalations
Ability to motivate, develop, and enable a highly technical team towards world-class customer service
Strong project management skills and the ability to lead cross-functional teams
Amagi is an equal opportunity employer and does not discriminate against applicants based on their gender, marital status, race, religion, color, age, capacity to work, sexual orientation, or status as a protected veteran

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